UWTSD Ethics Application: Staff Training & Customer Service Quality

This document is an application for ethical approval for a research project investigating the influence of staff training on customer service quality in the fashion retail sector, using Zara as a case study. The research aims to identify the impacts of staff training on customer service quality, exploring the reasons for providing quality services, the impact of trained employees, and strategies for improvement. The proposed methodology includes a qualitative research strategy with an inductive approach and interpretivism philosophy. Data collection will involve both primary (questionnaires from 30 Zara employees using random sampling) and secondary data. Thematic analysis will be used for qualitative data analysis. The application addresses ethical considerations, participant information, and alignment with the Wellbeing of Future Generations (Wales) Act 2015. The research is to be conducted at the University of Wales Trinity Saint David (London Campus) as part of the BA (Hons) Business Management program.

APPLICATION FOR ETHICAL APPROVAL
In order for research to result in benefit and minimise risk of harm, it must be conducted ethically. A
researcher may not be covered by the University’s insurance if ethical approval has not been
obtained prior to commencement.
The University follows the OECD Frascati manual definition of research activity: “creative work undertaken
on a systematic basis in order to increase the stock of knowledge, including knowledge of man, culture and
society, and the use of this stock of knowledge to devise new applications”. As such this covers activities
undertaken by members of staff, postgraduate research students, and both taught postgraduate and
undergraduate students working on dissertations/projects.
The individual undertaking the research activity is known as the “principal researcher”.
Ethical approval is not required for routine audits, performance reviews, quality assurance studies, testing
within normal educational requirements, and literary or artistic criticism.
Please read the notes for guidance before completing ALL sections of the form.
This form must be completed and approved prior to undertaking any research activity. Please see
Checklist for details of process for different categories of application.
SECTION A: About You (Principal Researcher)
1 Full Name:
2 Tick all boxes that apply: Member of staff: ☐ Honorary research
fellow: ☐
Undergraduate Student ☐ Taught Postgraduate
Student ☐ Postgraduate
Research Student ☐
3 Institute/Academic
Discipline/Centre:
4 Campus:
5 E-mail address:
6 Contact Telephone Number:
For students:
7 Student Number:
8 Programme of Study:
9 Director of Studies/Supervisor:

SECTION B: Approval for Research Activity
1 Has the research activity received approval in principle?
(please check the Guidance Notes as to the appropriate
approval process for different levels of research by different
categories of individual)
YES ☐ NO ☐
Date
2 If Yes, please indicate source of
approval (and date where known):
Approval in principle must be
obtained from the relevant source
prior to seeking ethical approval
Research Degrees Committee ☐
Institute Research Committee ☐
Other (write in) ☐
SECTION C: Internal and External Ethical Guidance Materials
Please list the core ethical guidance documents that have been referred to during the completion of
this form (including any discipline-specific codes of research ethics, location-specific codes of
research ethics, and also any specific ethical guidance relating to the proposed methodology).
Please tick to confirm that your research proposal adheres to these codes and guidelines. You may
add rows to this table if needed.
1 UWTSD Research Ethics & Integrity Code of Practice ☐
2 UWTSD Research Data Management Policy ☐
3 [List any other relevant documents here] ☐
SECTION D: External Collaborative Research Activity
If there are external collaborators then you should gain consent from the contact persons to share their
personal data with the university. If there are no external collaborators then leave this section blank and
continue to section E.
1 Institution
2 Contact person name
3 Contact person e-mail address
4 Is your research externally funded? YES ☐ NO ☐
5 Are you in receipt of a KESS scholarship? YES ☐ NO ☐
6 Are you specifically employed to
undertake this research in either a
paid or voluntary capacity?
Voluntary YES ☐ NO ☐
7 Employed YES ☐ NO ☐
8 Is the research being undertaken
within an existing UWTSD Athrofa
Professional Learning Partnership
(APLP)?
If YES then the
permission question
below does not need
to be answered.
YES ☐ NO ☐
9 Has permission to undertake the
research has been provided by the
partner organisation?
(If YES attach copy)
If NO the application
cannot continue
YES ☐ NO ☐
Where research activity is carried out in collaboration with an external organisation
10 Does this organisation have its own ethics approval system? YES ☐ NO ☐
If Yes, please attach a copy of any final approval (or interim approval) from the organisation (this

may be a copy of an email if appropriate).
SECTION E: Details of Research Activity
1 Indicative title:
The Influence of training of staff on customer service quality in the
fashion retail sector: Zara as a case study
2 Proposed start date: 02/01/2022 Proposed end date: 05/30/2022
Introduction to the Research (maximum 300 words per section)
Ensure that you write for a Non-Specialist Audience when outlining your response to the
points below:
Purpose of Research Activity:
Proposed Research Question
Aims of Research Activity
Objectives of Research Activity
Demonstrate, briefly, how Existing Research has informed the proposed activity and explain
What the research activity will add to the body of knowledge
How it addresses an area of importance.
3
Purpose of Research Activity
The main purpose of conducting this research study is to identify impacts of staff training on
customers’ service quality”.
4
Research Question
1. Why there is requirement of providing quality services to customers by retailers?
2. How can trained employees impact on customers’ service quality?
3. Which strategies should be adopted by Zara for improving customers’ service quality?
5
Aims of Research Activity
The aim of this research study and performing all activities is” To discuss impacts of training, given
to employees on customers’ service quality”.
6
Objectives of Research Activity
 To identify reasons of providing valuable service to customers.
 To discuss impacts of skilled and trained staff on customers’ service quality.
 To recommend strategies for improving customers’ service quality.
Proposed methods
7 Having a clear description of research strategies and methods is important as it can help out
researchers in accomplishing goals by collecting accurate and reliable data.

Research strategy: Qualitative and quantitative are 2 types of researcher. Qualitative is being
associated with non-numerical data and as per this strategy, researcher requires collecting data in the
form of text and feelings. Whereas, data collected in numerical form can be known as quantitative.
For this study, qualitative will be conducted.
Research approach: Inductive and deductive are 2 research approaches. Inductive is targeted with
generation of brand new theory and deductive is targeted at development of an existing theory. For
conducting this study of knowing impacts of training on customers’ service quality, inductive
approach will be selected.
Research philosophy: It is a belief about some effective ways by which data regarding research
study can be collected and analysed. Interpretivism and positivism are 2 main research philosophies.
As per interpretivism, researcher believes that individuals should be observed as they shape societies
behaviour. Positivism believes that society should be observes because it shapes individuals’
behaviour. As per the suitability with qualitative research study, interpretivism research philosophy
will be selected.
Data collection: Primary and secondary are 2 types of data collection. In primary type, researcher
collect those data that are not available on internet and are being collected for the first time. In
secondary type, researcher collects data that are easily accessible. For this study, both primary and
secondary data will be collected. For primary data, questionnaire and for secondary data, literature
will be conducted.
Sampling: Sampling can be known as a process of targeting people as participants for collecting
primary data. As in this study, researcher has decided to collect primary data by conducting
questionnaire so, with random sampling method, 30 employees of Zara will be selected.
Data analysis: As like research strategy, this data analysis is also being categorised into 2 types such
as qualitative and quantitative. As this study is qualitative so, researcher will make use of thematic
analysis as qualitative data analysis for analysing non-numerical data.
Location of research activity
Identify all locations where research activity will take place.
8
(this box should expand as you type)
Research activity outside of the UK
If research activity will take place overseas, you are responsible for ensuring that local ethical
considerations are complied with and that the relevant permissions are sought. Specify any local
guidelines (e.g. from local professional associations/learned societies/universities) that exist and
whether these involve any ethical stipulations beyond those usual in the UK (provide details of any
licenses or permissions required). Also specify whether there are any specific ethical issues raised
by the local context in which the research activity is taking place, for example, particular cultural
and/or legal sensitivities or vulnerabilities of participants. If you live in the country where you will do
the research then please state this.
9

(this box should expand as you type)
10
Use of documentation not in the public domain: Are any documents NOT
publicly available? NO ☒
YES ☐
11
If Yes, please provide details here of how you will gain access to specific documentation that is not
in the public domain and that this is in accordance with the current data protection law of the
country in question and that of England and Wales.
(this box should expand as you type)
Does your research relate to one or more of the seven aims of the Well-
being of Future Generations (Wales) Act 2015? YES NO
12 A prosperous Wales ☐ ☒
13 A resilient Wales ☐ ☒
14 A healthier Wales ☐ ☒
15 A more equal Wales ☐ ☒
16 A Wales of cohesive communities ☐ ☒
17 A Wales of vibrant culture and thriving Welsh language ☐ ☒
18 A globally responsible Wales ☐ ☒
19 If YES to any of the above, please give details:
(this box should expand as you type)
SECTION F: Scope of Research Activity
Will the research activity include: YES NO
1 Use of a questionnaire or similar research instrument? ☒ ☐
2 Use of interviews? ☐ ☒
3 Use of focus groups? ☐ ☒
4 Use of participant diaries? ☐ ☒
5 Use of video or audio recording? ☐ ☒
6 Use of computer-generated log files? ☒ ☐
7 Participant observation with their knowledge? ☒ ☐
8 Participant observation without their knowledge? ☐ ☒
9 Access to personal or confidential information without the participants’ specific
consent? ☐ ☒
10 Administration of any questions, test stimuli, presentation that may be
experienced as physically, mentally or emotionally harmful / offensive? ☐ ☒
11 Performance of any acts which may cause embarrassment or affect self-esteem? ☐ ☒

12 Investigation of participants involved in illegal activities? ☐ ☒
13 Use of procedures that involve deception? ☐ ☒
14 Administration of any substance, agent or placebo? ☐ ☒
15 Working with live vertebrate animals? ☐ ☒
16 Procedures that may have a negative impact on the environment? ☐ ☒
17 Other primary data collection methods. Please indicate the type of data collection
method(s) below.
☒ ☐
Details of any other primary data collection method:
questionnaire
If NO to every question, then the research activity is (ethically) low risk and may be exempt from some of
the following sections (please refer to Guidance Notes).
If YES to any question, then no research activity should be undertaken until full ethical approval has been
obtained.
SECTION G: Intended Participants
If there are no participants then do not complete this section, but go directly to section H.
Who are the intended participants:
YES NO
1 Students or staff at the University? ☐ ☒
2 Adults (over the age of 18 and competent to give consent)? ☐ ☒
3 Vulnerable adults? ☐ ☒
4 Children and Young People under the age of 18? (Consent from Parent, Carer or
Guardian will be required) ☐ ☒
5 Prisoners? ☐ ☒
6 Young offenders? ☐ ☒
7 Those who could be considered to have a particularly dependent relationship with
the investigator or a gatekeeper? ☐ ☒
8 People engaged in illegal activities? ☐ ☒
9
Others. Please indicate the participants below, and specifically any group who
may be unable to give consent.
☐ ☐Details of any other participant groups:
Employees of Zara retailer
Participant numbers and source
Provide an estimate of the expected number of participants. How will you identify participants and
how will they be recruited?
10
How many participants are
expected? 30
11 Who will the participants be?

Employees of selected organisation
12 How will you identify the
participants? Via mail
Information for participants:
YES NO N/A
13 Will you describe the main research procedures to participants in
advance, so that they are informed about what to expect? ☒ ☐ ☐
14 Will you tell participants that their participation is voluntary? ☒ ☐ ☐
15 Will you obtain written consent for participation? ☐ ☐ ☒
16 Will you explain to participants that refusal to participate in the
research will not affect their treatment or education (if relevant)? ☐ ☐ ☒
17 If the research is observational, will you ask participants for their
consent to being observed? ☒ ☐ ☐
18 Will you tell participants that they may withdraw from the research at
any time and for any reason? ☒ ☐ ☐
19 With questionnaires, will you give participants the option of omitting
questions they do not want to answer? ☒ ☐ ☐
20 Will you tell participants that their data will be treated with full
confidentiality and that, if published, it will not be identifiable as theirs? ☒ ☐ ☐
21 Will you debrief participants at the end of their participation, in a way
appropriate to the type of research undertaken? ☒ ☐ ☐
22 If NO to any of above questions, please give an explanation
(this box should expand as you type)
Information for participants: YES NO N/A
24 Will participants be paid? ☐ ☒ ☐
25 Is specialist electrical or other equipment to be used with participants? ☐ ☒ ☐
26 Are there any financial or other interests to the investigator or
University arising from this study? ☐ ☐ ☒
27 Will the research activity involve deliberately misleading participants in
any way, or the partial or full concealment of the specific study aims? ☐ ☒ ☐
28 If YES to any question, please provide full details
(this box should expand as you type)
SECTION H: Anticipated Risks

Outline any anticipated risks that may adversely affect any of the participants, the
researchers and/or the University, and the steps that will be taken to address them.
If you have completed a full risk assessment (for example as required by a laboratory, or external
research collaborator) you may append that to this form.
1 Full risk assessment completed and appended? Yes ☐
No ☐
2
Risks to participants
For example: sector-specific health & safety, emotional distress, financial disclosure, physical harm,
transfer of personal data, sensitive organisational information
Risk to participants:
Safety and emotional
How you will mitigate the risk to participants:
Participants will be asked to omit questions and
leave this participation if they want.
Safety measurements will be taken.
3
If research activity may include sensitive, embarrassing or upsetting topics (e.g. sexual activity,
drug use) or issues likely to disclose information requiring further action (e.g. criminal activity), give
details of the procedures to deal with these issues, including any support/advice (e.g. helpline
numbers) to be offered to participants. Note that where applicable, consent procedures should
make it clear that if something potentially or actually illegal is discovered in the course of a project,
it may need to be disclosed to the proper authorities
4
Risks to the investigator
For example: personal health & safety, physical harm, emotional distress, risk of accusation of
harm/impropriety, conflict of interest
Risk to the investigator: How you will mitigate the risk to the investigator:
5 University/institutional risks
For example: adverse publicity, financial loss, data protection
Risk to the University: How you will mitigate the risk to the University:
6 Environmental risks
For example: accidental spillage of pollutants, damage to local ecosystems
Risk to the environment:
Environmental or climate change
How you will mitigate the risk to environment:
By making use of digital technology, tasks can be
performed.
Disclosure and Barring Service
If the research activity involves children or vulnerable adults, a Disclosure
and Barring Service (DBS) certificate must be obtained before any
contact with such participants.
YES NO N/A
7 Does your research require you to hold a current DBS Certificate? ☐ ☐ ☒
8
If YES, please give the certificate number. If the certificate number is not
available please write “Pending”; in this case any ethical approval will be
subject to providing the appropriate certificate number.

SECTION I: Feedback, Consent and Confidentiality
1 Feedback
What de-briefing and feedback will be provided to participants, how will this be done and when?
At the end of data collection
2 Informed consent
Describe the arrangements to inform potential participants, before providing consent, of what is
involved in participating. Describe the arrangements for participants to provide full consent before
data collection begins. If gaining consent in this way is inappropriate, explain how consent will be
obtained and recorded in accordance with prevailing data protection legislation.
E mail will be sent to them
3 Confidentiality / Anonymity
Set out how anonymity of participants and confidentiality will be ensured in any outputs. If
anonymity is not being offered, explain why this is the case.
Information will not be shared with anyone
SECTION J: Data Protection and Storage
Does the research activity involve personal data (as defined by the General
Data Protection Regulation 2016 “GDPR” and the Data Protection Act 2018
“DPA”)?
YES NO
1
“Personal data” means any information relating to an identified or identifiable
natural person (‘data subject’). An identifiable natural person is one who can
be identified, directly or indirectly, in particular by reference to an identifier
such as a name, an identification number, location data, an online identifier or
to one or more factors specific to the physical, physiological, genetic, mental,
economic, cultural or social identity of that natural person. Any video or audio
recordings of participants is considered to be personal data.
☐ ☐
If YES, provide a description of the data and explain why this data needs to be collected:
2
(this box should expand as you type)
Does it involve special category data (as defined by the GDPR)? YES NO
3
“Special category data” means sensitive personal data consisting of information as
to the data subjects’ –
(a) racial or ethnic origin,
(b) political opinions,
(c ) religious beliefs or other beliefs of a similar nature,
(d) membership of a trade union (within the meaning of the Trade Union and Labour
Relations (Consolidation) Act 1992),
(e) physical or mental health or condition,
(f) sexual life,
(g) genetics,
(h) biometric data (as used for ID purposes),
☐ ☐
If YES, provide a description of the special category data and explain why this data needs to be
collected:
4

(this box should expand as you type)
Will data from the research activity (collected data, drafts of the thesis, or
materials for publication) be stored in any of the following ways?
YES NO
5 Manual files (i.e. in paper form)? ☒ ☐
6 University computers? ☐ ☐
7 Private company computers? ☒ ☐
8 Home or other personal computers? ☐ ☒
9 Laptop computers/ CDs/ Portable disk-drives/ memory sticks? ☒ ☐
10 “Cloud” storage or websites? ☐ ☐
11 Other – specify: ☐ ☐
12
For all stored data, explain the measures in place to ensure the security of the data collected, data
confidentiality, including details of backup procedures, password protection, encryption,
anonymisation and pseudonymisation:
(this box should expand as you type)
Data Protection
Will the research activity involve any of the following activities: YES NO
13 Electronic transfer of data in any form? ☐ ☐
14 Sharing of data with others at the University outside of the immediate research
team? ☐ ☒
15 Sharing of data with other organisations? ☐ ☒
16 Export of data outside the UK or importing of data from outside the UK? ☐ ☒
17 Use of personal addresses, postcodes, faxes, emails or telephone numbers? ☐ ☒
18 Publication of data that might allow identification of individuals? ☐ ☒
19 Use of data management system? ☒ ☐
20 Data archiving? ☐ ☐
21
If YES to any question, please provide full details, explaining how this will be conducted in
accordance with the GDPR and Data Protection Act (2018) (and any international equivalents,
where appropriate):
(this box should expand as you type)
22 List all who will have access to the data generated by the research activity:
Participants and associated organisation
23 List who will have control of, and act as custodian(s) for, data generated by the research activity:
Manager or researcher

24
Give details of data storage arrangements, including security measures in place to protect the data,
where data will be stored, how long for, and in what form. Will data be archived – if so how and if
not why not.
USB and computers will be used to store data
25 Please indicate if your data will be stored in the UWTSD Research Data Repository (see
https://researchdata.uwtsd.ac.uk/ ). If so please explain. (Most relevant to academic staff)
No
26 Confirm that you have read the UWTSD guidance on data management (see
https://www.uwtsd.ac.uk/library/research-data-management/) YES ☒
27 Confirm that you are aware that you need to keep all data until after your
research has completed or the end of your funding YES ☒

SECTION K: Declaration
The information which I have provided is correct and complete to the best of my knowledge. I have
attempted to identify any risks and issues related to the research activity and acknowledge my
obligations and the rights of the participants.
In submitting this application I hereby confirm that I undertake to ensure that the above named
research activity will meet the University’s Research Ethics and Integrity Code of Practice which is
published on the website: https://www.uwtsd.ac.uk/research/research-ethics/
1 Signature of applicant:
Date:
For STUDENT Submissions:
2 Director of
Studies/Supervisor:
Date:
3 Signature:
For STAFF Submissions:
4 Academic Director/ Assistant
Dean:
Date:
5 Signature:
Checklist: Please complete the checklist below to ensure that you have completed the form according to
the guidelines and attached any required documentation:
☐ I have read the guidance notes supplied before completing the form.
☐ I have completed ALL RELEVANT sections of the form in full.
☐ I confirm that the research activity has received approval in principle
☐ I have attached a copy of final/interim approval from external organisation (where appropriate)
☐ I have attached a full risk assessment (where appropriate) ONLY TICK IF YOU HAVE
ATTACHED A FULL RISK ASSESSMENT
☐ I understand that it is my responsibility to ensure that the above named research activity will meet
the University’s Research Ethics and Integrity Code of Practice.
☐
I understand that before commencing data collection all documents aimed at respondents
(including information sheets, consent forms, questionnaires, interview schedules etc.) must be
confirmed by the DoS/Supervisor, module tutor or Academic Director.
RESEARCH STUDENTS AND STAFF ONLY
All communications relating to this application during its processing must be in writing and emailed to
[e-mail] , with the title ‘Ethical Approval’ followed by your name.
You will be informed of the outcome of your claim by email; therefore it is important that you check your
University and personal email accounts regularly.
STUDENTS ON UNDERGRADUATE OR TAUGHT MASTERS PROGRAMMES should submit this form
(and receive the outcome) via systems explained to you by the supervisor/module leader.
This form is available electronically from the Academic Office web pages:
https://www.uwtsd.ac.uk/academic-office/appendices-and-forms/